Technical Manager, ServiceNow

Own the platform roadmap: Define and drive the ServiceNow platform strategy, roadmap, governance, and technical standards, making key decisions on capabilities, upgrades, and investments, and aligning delivery with enterprise architecture and business priorities.

Lead development and technical teams: Manage and mentor development, administration, and L2/L3 support teams; drive resource planning, prioritization, and performance management; and build an accountable, high-performing, continuously upskilling team.

Champion new ways of working with AI: Lead adoption of NowAssist and generative and agentic AI across the platform, including incident and change summarization, resolution-note and knowledge generation, Virtual Agent, AI Search, and automated triage, embedding AI-driven, automation-first ways of working that lift productivity and reduce mean time to resolution.

Drive engineering excellence: Own the end-to-end development lifecycle (design → build → test → release), enforce coding standards and design governance, and accelerate delivery through Flow Designer, IntegrationHub , Studio, and REST APIs.

Manage vendors and partners: Act as the primary technical owner for the ServiceNow relationship and implementation partners, managing scope, quality, licensing and “assist” consumption, and value realization while holding vendors to delivery and outcome commitments.

Run a healthy, reliable platform: Own platform availability, incident/problem/change management, SLA adherence, and multi-instance and release governance (Dev, QA, UAT, Prod), including upgrades, patching, clone strategy, and rollback readiness.

Engage stakeholders and govern: Partner with business and IT leadership to align demand with capacity, communicate roadmap, risks, status, and platform KPIs, and enforce security controls, role-based access, audit, and SDLC compliance.

10+ years of overall IT experience, with 5+ years of ServiceNow platform experience in a leadership , engineering-management , or platform-owner capacity.

Proven experience leading enterprise-scale ServiceNow implementations and platform operations, managing both development delivery and BAU support.

Platform depth: Strong command of ServiceNow platform architecture and governance, development lifecycle and release management, and incident/problem/change management (ITSM/ITOM/CMDB experience preferred).

Hands-on technical skill : JavaScript and Glide APIs, Flow Designer, IntegrationHub , REST/SOAP integrations, MID Server, and multi-instance environment and upgrade management.

AI and automation fluency: Practical experience (or strong working knowledge) of NowAssist , Virtual Agent, AI Search, and AIOps, and a track record of using automation to change how teams work.

Leadership and influence: Demonstrated success building and managing technical teams, managing vendors and delivery partners, and engaging senior stakeholders in an Agile/Scrum delivery model.

Certifications (preferred): ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD); Implementation Specialist certifications (ITSM / ITOM / HRSD / CSM as applicable); Certified Technical Architect (CTA) highly desirable.

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